Not only has my £500 bonus not been paid and no response been provided to my email, but FI have actually emailed me separately to say I owe them £10, from when their system messed up and incorrectly recorded two x £10 deposits, when I only made (and received) one.

What a shambles.

Incredible that they have the time to set up new customer service queries (the query no. is circa 300 higher than my original email to them), but can't find the time to answer previous emails.